At Sootboot, we want you to be genuinely happy with every purchase. If something isn’t right — the fit, the fabric, or simply a change of mind — this page explains exactly how our returns and exchange process works.
1. Return & Exchange Window
You may request a return or exchange within 7 days of delivery. The 7-day window is calculated from the date our courier partner marks your order as delivered, not the order date. Requests raised after this window cannot be accepted.
2. Condition Requirements
To be eligible for a return or exchange, an item must be:
- Unused, unworn, and unwashed
- In its original condition with all manufacturer tags, labels, and packaging intact
- Free of stains, odours, alterations, or damage not present at the time of delivery
- Accompanied by the original invoice or order confirmation
Items that do not meet these conditions may be sent back to you without a refund or exchange, at our discretion.
3. Non-Returnable Items
For health and hygiene reasons, the following categories of products cannot be returned or exchanged once delivered, regardless of condition or packaging: personal care and grooming products, undergarments and innerwear, and hygiene-sensitive items such as socks, napkins, and towels. This exclusion does not apply to items that arrive damaged, defective, or materially different from what was ordered — in those cases, please contact us within 48 hours of delivery and we will arrange a replacement or refund.
4. How to Initiate a Return or Exchange
- Log in to My Account > Orders
- Select the order containing the item you’d like to return or exchange
- Choose Request Return/Exchange and select a reason
- For exchanges, select your preferred replacement size or colour, subject to availability
- Submit the request — you’ll receive a confirmation email once it’s approved
5. Pickup & Shipping
Once your request is approved, we’ll arrange a reverse pickup from your delivery address through our courier partner, at no cost to you. If reverse pickup isn’t available at your pin code, we’ll share a prepaid shipping label and instructions for self-shipping the item back to us. Please pack the item securely in its original packaging wherever possible.
6. Quality Check
Returned items go through a quality check once they reach our warehouse, typically within 2-3 business days of pickup. Refunds or exchanges are processed only after the item passes this check. If an item fails the check (for example, due to visible use, missing tags, or damage), we’ll contact you with photographs and next steps rather than proceeding automatically.
7. Refunds
Once approved, refunds are processed as follows:
- Prepaid orders (UPI, cards, net banking): refunded to the original payment method within 5-7 business days of passing quality check.
- Cash on Delivery orders: since there is no original payment method to refund to, we’ll request your bank account or UPI details and process the refund within 7-10 business days of passing quality check.
Shipping charges (if any were paid at checkout) are non-refundable unless the return is due to our error — a damaged, defective, or incorrect item.
8. Exchanges
Exchanges are subject to stock availability at the time your return passes quality check. If your requested size or colour is unavailable, we’ll offer a full refund instead, or you’re welcome to choose a different product of equal or lesser value.
9. Damaged, Defective, or Wrong Item Received
If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery with photographs of the item and its packaging. These cases are prioritised and do not require the item to be unused or tagged, since the issue is on our end — we’ll arrange a free replacement or full refund, including any shipping charges paid.
10. Order Cancellations
Orders can be cancelled free of charge any time before they are shipped, via My Account > Orders, or by contacting us directly. Once an order has shipped, it can no longer be cancelled, but you may request a return once delivered, following the process above.
11. Sale & Discounted Items
Unless a product is explicitly marked as “Final Sale” or “Non-Returnable” on its product page, standard sale and discounted items follow the same 7-day return and exchange policy as full-priced items.
12. Need Help?
If you have any questions about a return, exchange, or refund, reach us at support@sootboot.com or +91 8006994477, and we’ll be happy to help.